Resumo

SOARES PONTELLO, Fernando Sena; GOSLING, Marlusa de Sevilha  e  MACEDO, Sâmara Borges. Perceived quality, satisfaction, and recommendation of dental equipment maintenance services. suma neg. [online]. 2017, vol.8, n.18, pp.122-130. ISSN 2215-910X.  https://doi.org/10.1016/j.sumneg.2017.08.001.

The purpose of the study was to identify specific attributes of perceived quality of dental equipment maintenance service providers. The authors also wanted to measure the impact of general perceived quality and satisfaction on the intention to recommend the provider.

To accomplish these goals, an online survey, which was preceded by a qualitative and exploratory phase, was conducted with 154 dentists. The data analysis showed that Empathy and Tangibles were the most relevant dimensions of perceived quality. Furthermore, perceived general quality and satisfaction explained 82.4% of dentist intention to recommend their dental equipment maintenance service providers.

Palavras-chave : Quality in service; Satisfaction; Recommendation; Marketing of relationship; Customers.

        · resumo em Português     · texto em Português     · Português ( pdf )